Is it possible to change the timing of when the CSAT survey gets sent out?

[RC]

I have a service management workflow that looks like this:

To Do -> In Progress -> Resolved -> Closed

When a ticket is transitioned to Resolved, the JSM agent sets the Resolution field and requests for an approval from the reporter to confirm that solution resolves their ticket. 

• If it's approved then the ticket transitions to Closed
• If it's declined then the ticket transitions back to In Progress

The issue I'm facing is that the CSAT survey gets sent out when a ticket gets transitioned to Resolved but we actually want to send it out when a ticket is Closed.

Is there a way to change the timing of when they CSAT survey gets sent out to customers?

[Gee Espiritu]

Hello.

You may do this on your workflow, specifically in the transition's post-function. The logic is that the work item will be tagged as "Resolved" when the work item or request is approved.

See sample below: